Here’s What to Expect From Delta’s New Customer Service Initiative
This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.
Of all the things that’ll turn passengers off from ever flying an airline again, a disastrous encounter with a customer service representative is pretty high on the list. On the very same day that United published an open letter to customers promising to ramp up its care and concern about you, the everyday flyer, Delta is making a push of its own.
The company is hiring 500 Customer Experience Specialists in 2019, with the goal of bolstering its ability to more quickly field calls from passengers who need to rebook, want to inquire about an upgrade or who want to spend a few hours playing with dates in hopes of applying a Global Upgrade Certificate to Delta’s longest flight.
The jobs are being made available in Cincinnati; Dallas; Hibbing, MN; Iron Range, MN; Minneapolis; Salt Lake City; Singapore and Tampa. Singapore is notable because when weather takes a turn for the worse or an airline experiences an IT meltdown, the Singapore call centers tend to have shorter wait times and are staffed by agents who speak English.
Delta has made strides in recent years to make itself more available on more platforms. Delta’s Digital Customer Engagement Center specialists deliver service 24/7 to customers via social platforms, and I’ve had mostly positive experiences solving issues via Twitter.
Delta informed TPG that 150 full-time employees in five locations including Atlanta, Tampa, Augusta and Singapore are now responding to service-related messages from customers through Twitter and Facebook as well as regional platforms. In addition to focusing on customer service requests, Delta has a specific team that handles sensitive and urgent issues and prioritizes elite SkyMiles members. With the goal of facilitating two-way feedback to Delta’s global operation, specialists work with customers in English, Spanish, Portuguese, Japanese and Chinese.
Welcome to The Points Guy!
WELCOME OFFER: 80,000 Points
TPG'S BONUS VALUATION*: $1,600
CARD HIGHLIGHTS: 3X points on dining and 2x points on travel, points transferrable to over a dozen travel partners
*Bonus value is an estimated value calculated by TPG and not the card issuer. View our latest valuations here.
- Earn 80,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,000 when you redeem through Chase Ultimate Rewards®.
- Enjoy benefits such as a $50 annual Ultimate Rewards Hotel Credit, 5x on travel purchased through Chase Ultimate Rewards®, 3x on dining and 2x on all other travel purchases, plus more.
- Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards®. For example, 80,000 points are worth $1,000 toward travel.
- With Pay Yourself Back℠, your points are worth 25% more during the current offer when you redeem them for statement credits against existing purchases in select, rotating categories
- Count on Trip Cancellation/Interruption Insurance, Auto Rental Collision Damage Waiver, Lost Luggage Insurance and more.